Department of Defense Travel Management Office Defense Travel

Department of Defense Travel Management Office Defense Travel Management Offic P-120 Partners in Defense Travel (DTS and the CTO) Office of the Under Secretary of Defense (Personnel and Readiness) Office of

Defense Travel Management Office P-120 CLASS OVERVIEW Topic: Partners in Defense Travel (DTS and the CTO) Target Audience: AOs, and DTAs People who need to understand how DTS and the local CTO communicate Time: Approximately 60 minutes Pre-Requisites: None 2 Office of the Under Secretary of Defense (Personnel and Readiness)

Defense Travel Management Office TECHNICAL ISSUES AUDIO GAPS - SLOW SCREENS – DISCONNECTS ü ü Exit class Close all other software applications Log back into class Check with local IT staff If problem persists call the DISA Help Desk: 1 -800 -447 -2457 Office of the Under Secretary of Defense (Personnel and Readiness)

Defense Travel Management Office ATTENDANCE CREDIT SELECT: GUEST ENTER: §FULL NAME §SERVICE or AGENCY INITIALS ONLY §KEEP IT SIMPLE EXAMPLES: Lynn Green / USA John Blue / USAF Betty Silver / DISA Dave Brown / USN Barb Yellow / DFAS Greg Orange / USMC 4 Office of the Under Secretary of Defense (Personnel and Readiness)

Defense Travel Management Office COMMUNICATING IN CLASS Enter questions here §Use chat box for all questions §Most answered during class §Some need post class follow up Office of the Under Secretary of Defense (Personnel and Readiness)

Defense Travel Management Office TRAINING OBJECTIVES • DTS/CTO Communications Process • Terminology Required For Communication • DTS/CTO Reservations Process • Best Practices • Common Problems and Their Solutions • Support Resources for CTO Issues 6 Office of the Under Secretary of Defense (Personnel and Readiness)

Defense Travel Management Office TERMINOLOGY CROSSWALK DTS Terminology CTO SUBMIT Inbound or PNR queue CTO BOOKED Outbound or Polling queue TICKETED Ticketing queue CANCELLED or remove reservations Cancellation queue Last-minute travel, VOCO Urgent queue DTS/CTO confirmation number PNR Locator Send PNR to DTS Sweep PNR to DTS 7 Office of the Under Secretary of Defense (Personnel and Readiness)

Defense Travel Management Office PASSENGER NAME RECORD (PNR) • Record of information pertinent to traveler’s reservations • DTS creates PNR when user selects reservations • Held in Global Distribution System (GDS) PNR Contains (examples only) PNR Does Not Contain (examples only) Info of interest to CTO DTS-specific info • Selected DTS profile info • Itinerary • Reservations and costs • Finance info (payment method) • CTO assistance requests 8 • DTS screens or formats • Routing list info • Reimbursable expenses • Justifications to AO • Document history Office of the Under Secretary of Defense (Personnel and Readiness)

Defense Travel Management Office PNR SAMPLE 1 PNR traveler, reservation, and pricing info as seen by CTO: 1. 1 TRAVELER/JOE 1 AA 1107 Y 01 FEB DCADFW HK 1 600 A 830 A/ E 2 CAR ET 01 FEB HK 1 DFW/02 FEB/CCAR/ARR-830 A/RET 0230 P/RG-¤USD 30. 00 UNL DY XD 22. 00 UNL /BS 22972246/RC-DTS /CF-123456789 3 HHL BW HK 1 DAL IN 01 FEB OUT 02 FEB 1 NT 54847 BW /BW DALLAS / 95. 00 USD/AGT 1234567/TRAVELER JOE/SI-CF 12345 4 AA 2534 02 FEB DFWDCA HK 1 425 P 810 P / E 9 Office of the Under Secretary of Defense (Personnel and Readiness)

Defense Travel Management Office PNR SAMPLE 2 PNR reservation selections and requests for CTO assist: W‡FLIGHT NUMBER AA 1107 DCA-DFW 02/01/10 W‡SEAT PREF 25 D W‡FLIGHT NUMBER AA 2534 DFW-DCA 02/02/10 W‡SEAT PREF 20 C W‡COMMENTS CTO PLEASE ASSIST WITH BOOKING Y‡LODGING SEGMENT 02/01/10 THRU 02/02/10 Y‡BW 54847 Y‡DOUBLE BEDS NONSMOK X‡CAR SEGMENT ET CCAR DFW 02/01/10 - 02/02/10 10 Office of the Under Secretary of Defense (Personnel and Readiness)

Defense Travel Management Office PNR LOCATOR IN DTS Use the DTS/CTO Confirmation number when contacting the CTO 11 Office of the Under Secretary of Defense (Personnel and Readiness)

Defense Travel Management Office TICKETING DATE Date on which CTO may issue tickets for travel o Usually 3 business days before departure o Org can request earlier date o DTS applies to PNR at APPROVED o Also known as Tickets Are Waiting (TAW) date 12 Office of the Under Secretary of Defense (Personnel and Readiness)

Defense Travel Management Office DTS/CTO RESERVATION PROCESS 1 2 3 4 5 6 7 • First reservation selected • Reservations booked • Authorization completed • To CTO inbound queue • To CTO outbound queue • AO approves §People actions §System actions §Impact to PNR §DTS Stamps §Informational Email • CTO issues tickets 13 Office of the Under Secretary of Defense (Personnel and Readiness)

Defense Travel Management Office SELECT FIRST RESERVATION 1 2 • First reservation selected PNR created • Reservation booked PNR updated Selecting first reservation creates PNR 3 4 5 6 7 • Authorization complete SIGNED o PNR resides permanently on GDS CTO SUBMIT • CTO start PNR review • CTO finish PNR review CTO BOOKED o DTS, CTO, GDS all access PNR E-mails to traveler • AO approves PNR updated APPROVED E-mail to traveler • Tickets issued PNR Updated CTO TICKETED E-mails to traveler o Term for access is “sweeping” or “sending” 14 Office of the Under Secretary of Defense (Personnel and Readiness)

Defense Travel Management Office RESERVATIONS BOOKED 2 2 • Reservation booked PNR updated Every time reservation is selected: 3 • Authorization complete SIGNED o GDS books reservation automatically 4 5 6 • CTO start PNR review CTO SUBMIT o PNR immediately updated with new information • CTO finish PNR review CTO BOOKED E-mails to traveler o DTS information also updated • AO approves PNR updated APPROVED E-mail to traveler PNR may be updated multiple times before SIGNED 7 • Tickets issued 15 PNR Updated CTO TICKETED E-mails to traveler Office of the Under Secretary of Defense (Personnel and Readiness)

Defense Travel Management Office SIGN AUTHORIZATION 3 2 • Authorization completed • Reservation booked SIGNED PNR updated • Authorization completed, must be SIGNED 3 • Authorization complete SIGNED • Reservations change, must be SIGNED again • CTO start PNR review CTO SUBMIT 4 5 6 7 • CTO finish PNR review CTO BOOKED E-mails to traveler • AO approves PNR updated APPROVED E-mail to traveler • Tickets issued PNR Updated CTO TICKETED E-mails to traveler 16 Office of the Under Secretary of Defense (Personnel and Readiness)

Defense Travel Management Office CTO QUALITY REVIEW 4 • To CTO inbound queue PNR to CTO SUBMIT 2 • Reservation booked PNR updated Application of SIGNED stamp automatically: 3 o Sends PNR to CTO’s inbound queue • Authorization complete SIGNED o Applies CTO SUBMIT stamp 4 5 6 7 • CTO start PNR review CTO SUBMIT • CTO finish PNR review CTO BOOKED SIGNED stamp not applied = PNR not sent to CTO E-mails to traveler CTO performs quality check within 1 business day • AO approves PNR updated o Reservations complete? APPROVED E-mail to traveler o Correct airline arrival and departure times? • Tickets Gov’t airfares used (Worldwide CTO contract)? PNR Updated CTO TICKETED E-mails to traveler o issued o Traveler’s assistance requests booked? 17 Office of the Under Secretary of Defense (Personnel and Readiness)

Defense Travel Management Office CTO BOOKED 5 2 • To CTO outbound queue PNR to DTS • Reservation booked PNR updated CTO BOOKED CTO finishes quality review: 3 • o Sends PNR to Authorization complete SIGNED CTO’s outbound queue o DTS updates travel document 4 • CTO start PNR review CTO SUBMIT o DTS applies CTO BOOKED stamp • CTO finish PNR review CTO BOOKED E-mails to traveler CTO and DTS both send e-mails to traveler 5 6 7 o CTO sends Itinerary details. APPROVED only PNR updated • AO approves E-mail to traveler o DTS sends CTO comments, document status, • Tickets issued PNR CTO TICKETED and routing and. Updated information access 18 E-mails to traveler Office of the Under Secretary of Defense (Personnel and Readiness)

Defense Travel Management Office AO APPROVES AUTHORIZATION 6 • AO approves PNR updated • Reservation booked PNR updated 2 AO approves document 3 DTS then automatically : APPROVED 4 5 6 7 • Authorization complete SIGNED o Updates PNR with ticketing date • CTO start PNR review CTO SUBMIT o Applies APPROVED stamp o Sends e-mail to traveler CTO BOOKED • CTO finish PNR review No e-mail by ticketing date: • AO approves PNR updated APPROVED E-mails to traveler E-mail to traveler o Assume document is not APPROVED • Tickets issued CTO TICKETED E-mails o Therefore PNR Updatedtraveler CANNOT travel to traveler assume o Contact AO or local help desk 19 Office of the Under Secretary of Defense (Personnel and Readiness)

Defense Travel Management Office CTO ISSUES TICKET 7 • CTO issues tickets PNR updated CTO TICKETED Reservation booked PNR AT • TICKETING DATE: updated 2 3 4 5 6 o CTO issues tickets (usually. SIGNED electronic) • Authorization complete o PNR updated with ticketing info and fees • o DTS PNR review CTO start applies CTO SUBMIT TICKETED stamp o CTO and DTS both send CTO BOOKED traveler to traveler e-mails to E-mails • CTO finish PNR review § DTS Email: Itinerary, CTO comments, document status • AO approves § CTO PNR Invoice, detailed itinerary, E-mail to number, APPROVED Email: updated ticket traveler costs, contact info. • Tickets issued PNR Updated NOW – THE TRAVELER MAYCTO TICKETED TRAVEL 7 20 E-mails to traveler Office of the Under Secretary of Defense (Personnel and Readiness)

Defense Travel Management Office DTS/CTO RESERVATION PROCESS 1 2 3 4 5 6 7 • First reservation selected PNR created • Reservations booked PNR updated • Authorization completed SIGNED • To CTO inbound queue PNR to CTO SUBMIT • To CTO outbound queue PNR to DTS CTO BOOKED • AO approves PNR updated APPROVED • CTO issues tickets PNR updated CTO TICKETED 21 Office of the Under Secretary of Defense (Personnel and Readiness)

Defense Travel Management Office QUIZ: RESERVATIONS PROCESS 22 Office of the Under Secretary of Defense (Personnel and Readiness)

Defense Travel Management Office BEST PRACTICES – GENERAL • Document creator and AO: Monitor status to ensure documents are routing properly • DTA: Run Approved Status Report weekly to identify documents pending AO approval • Travelers – Tell AO and CTO if ticketing e-mail not received by ticketing date – Do not go to airport without confirmation of ticketing 23 Office of the Under Secretary of Defense (Personnel and Readiness)

Defense Travel Management Office BEST PRACTICES – DTS PROFILE • Ensure traveler’s DTS profile information is accurate • Most important items for the CTO are: o Accurate GTCC information o Activated GTCC card o Duty phone o Home phone o E-mail address 24 Office of the Under Secretary of Defense (Personnel and Readiness)

Defense Travel Management Office BEST PRACTICE – CONTACT CTO? DO contact the CTO for: o Emergency travel plans (short notice travel) o En-route assistance o Return of unused tickets DO NOT contact the CTO for: o Pre-travel reservation changes o DTS questions/issues § Contact local help desk § Travel Assistance Center (TAC) § Travel Explorer (TRAX) 25 Office of the Under Secretary of Defense (Personnel and Readiness)

Defense Travel Management Office PROBLEM: DOCUMENT STUCK < 24 hours = CTO SUBMIT to CTO BOOKED = TRAVEL > 24 hours @ CTO SUBMIT = DOCUMENT STUCK POSSIBLE ISSUE RESOLUTION Quality control review incomplete Queuing issue Contact CTO DTS problem 26 Contact CTO Contact TAC Office of the Under Secretary of Defense (Personnel and Readiness)

Defense Travel Management Office PROBLEM: SEATS NOT AVAILABLE Seats typically not available: o Emergency row seats o Frequent flyer club members o Counter/walk up customers All seats first come, first served: Limited Supply + High Demand = Difficult to Obtain Airlines can confirm reservations without reserved seats 27 Office of the Under Secretary of Defense (Personnel and Readiness)

Defense Travel Management Office OBTAINING SEAT PREFERENCE • Book as early as possible • Use DTS to select seat assignments o No seat map in DTS > Contact airline • Enroll in frequent flyer programs • Arrive at airport early 28 Office of the Under Secretary of Defense (Personnel and Readiness)

Defense Travel Management Office PROBLEM: DUPLICATE BOOKINGS Holding duplicate reservations is against airline rules Duplicate = Simultaneous reservations/same airline Occurs When: o Identical tickets booked with different seat classifications o Identical tickets booked with different methods o Single flight (same route) booked for a better price o Same flight (multiple routes) booked “Just in case……” 29 Office of the Under Secretary of Defense (Personnel and Readiness)

Defense Travel Management Office DUPLICATE BOOKING: FALL OUT • Airline may cancel all reservations and fine CTO • Service/agency may be liable for payment • Transportation provider charges for every ticket • Lodging provider charges “no show” fee 30 Office of the Under Secretary of Defense (Personnel and Readiness)

Defense Travel Management Office DUPLICATE BOOKING: PREVENTION ü Do not create multiple auths to same site at same time ü Be aware: unapproved authorizations create duplicates ü Never use DTS to make “practice” reservations ü Cancel a reservation before creating another ü Cancel an authorization before creating another • Don’t ask CTO to book reservations already in DTS • If you contact CTO, tell them about DTS reservations 31 Office of the Under Secretary of Defense (Personnel and Readiness)

Defense Travel Management Office DUPLICATE BOOKING: ITINERARY Do not book reservations in DTS if reservations exist outside DTS When creating itinerary: o Section B: Select “Other” stop auto-search for air and rail o Section D: Do not select rental car or lodging checkboxes to stop auto-search for those bookings 32 Office of the Under Secretary of Defense (Personnel and Readiness)

Defense Travel Management Office SKIP DTS RESERVATIONS 33 Office of the Under Secretary of Defense (Personnel and Readiness)

Defense Travel Management Office DUPLICATE BOOKING: ENTER COSTS Reservations outside DTS, enter costs starting at: o Ticketed transportation = Travel>Other Transportation o Lodging = Expenses > Per Diem Entitlements o Rental Car = Expenses > Non-Mileage 34 Office of the Under Secretary of Defense (Personnel and Readiness)

Defense Travel Management Office ENTER COSTS (Cont. ) 35 Office of the Under Secretary of Defense (Personnel and Readiness)

Defense Travel Management Office PROBLEM: INVENTORY CHURNING: Repeatedly creating and canceling airline reservations o Prohibited by airline industry o Ties up seat inventory o Airline can fine CTO o Service/agency may be liable for payment o Most churning due to unsigned authorizations o Traveler re-books after reservations cancelled 36 Office of the Under Secretary of Defense (Personnel and Readiness)

Defense Travel Management Office INVENTORY CHURING: PREVENTION INSTEAD USE: DO NOT: q Fail to sign authorizations q. Tra. X q Use DTS for travel research q. GSA website q Create training authorizations q. Fedtravel. com q. EWTS 37 Office of the Under Secretary of Defense (Personnel and Readiness)

Defense Travel Management Office PROBLEM: RESTRICTED AIRFARE DTS DOES display different types of unrestricted fares: o Government-contract (City Pair) fares o Non-contract (“me too”) fares o Unrestricted fares available to general public DTS DOES NOT display restricted fares o Traveler may request CTO assistance to obtain them 38 Office of the Under Secretary of Defense (Personnel and Readiness)

Defense Travel Management Office RISKS: USING RESTRICTED AIRFARES • Fees for changes or cancellations • Not transferable • Minimum stay requirements or blackout dates • Advance purchase or ticketing requirements • Airline cancels reservations not approved “on time” • Airline cancels unused tickets not used “on time” 39 Office of the Under Secretary of Defense (Personnel and Readiness)

Defense Travel Management Office QUIZ: STUCK AT CTO SUBMIT 40 Office of the Under Secretary of Defense (Personnel and Readiness)

Defense Travel Management Office DTA SUPPORT Local Government POCs for CTO performance concerns: o Quality Assurance Evaluator (QAE) o Contracting Officer Technical Representative (COTR) Both are available for travelers, DTAs, and CTO 41 Office of the Under Secretary of Defense (Personnel and Readiness)

Defense Travel Management Office SUMMARY • DTS and CTO use different terms; try to use the correct terms • CTOs can not see DTS screens • DTS/CTO Confirmation Number = PNR Locator Number • Monitor all docs; never go to airport without ticket confirmation • DO call the CTO for emergency travel help • DON’T call for pre-TDY changes • Avoid duplicate booking ; Avoid churning • Use government resources for research travel and problems 42 Office of the Under Secretary of Defense (Personnel and Readiness)

Defense Travel Management Office CLASS CLOSING LOBBY Lobby set-up: o Instructor audio turned off o Questions answered for 15 minutes o Lobby stays open 60 minutes Please help us improve this class: o Complete evaluation o Provide feedback Use the lobby resources: o Download class slides o Use links to DTMO website & TRAX Office of the Under Secretary of Defense (Personnel and Readiness)

Defense Travel Management Office THANK YOU FOR ATTENDING DISTANCE LEARNING For a three month schedule of DTMO distance learning classes Go to the DTMO Website > Training Resources Center 44 Office of the Under Secretary of Defense (Personnel and Readiness)